Manager of Support Engineering, CircleCI
$133-166k
Canada Base Pay Range: $105,000—$131,000 CAD
Continuous integration and deployment services
Be an early applicant
Continuous integration and deployment services
201-500 employees
Be an early applicant
$133-166k
Canada Base Pay Range: $105,000—$131,000 CAD
201-500 employees
Company mission
To manage change so software teams can innovate faster, empowering technology-driven organizations to do their best work – and making engineering teams more productive and innovative.
Role
Who you are
- 5+ years managing technical support teams of 5+ engineers in SaaS/DevTools environments
- Proven track record scaling support operations through automation and process innovation
- Experience with customer segmentation strategies and differentiated service delivery models
- Hands-on experience implementing AI/ML solutions in customer support environments
- Proficiency with support automation tools, chatbots, and workflow orchestration platforms
- Strong understanding of modern support technologies: AI-powered knowledge bases, sentiment analysis, predictive routing
- Experience with support analytics and business intelligence tools
- Direct experience in technical support roles solving complex infrastructure and development issues
- Ability to translate technical problems into business impact and solutions
- Experience managing both high-volume Growth and strategic Enterprise customer relationships
- Strong analytical mindset with experience using data to drive support strategy
- Excellent communication skills for both technical and executive audiences
- Ability to balance automation efficiency with personalized customer experiences
- Experience with change management in implementing new technologies and processes
Desirable
- DevOps & Infrastructure
- CI/CD pipeline troubleshooting and optimization
- Container orchestration (Docker, Kubernetes) and cloud platforms (AWS, GCP, Azure)
- Infrastructure as Code and configuration management tools
- Scripting languages (Python, Bash, PowerShell) for support automation
- API integration and webhook development for support workflows
- Git workflows and version control best practices
- Experience with AI support platforms (Intercom Resolution Bot, Zendesk Answer Bot, custom LLM implementations)
- Support ticketing systems with advanced automation capabilities
- Customer data platforms and support analytics tools
What the job involves
- As Manager of Support Engineering, you will lead a distributed team of Support Engineers across North America and drive exceptional customer experiences for our Growth and High Touch Enterprise customer segments
- This role combines traditional support leadership with modern automation and AI-driven support capabilities to efficiently scale our technical support operations
- We're seeking a performance-driven leader who can blend deep technical expertise with modern support technologies
- You'll manage a team of highly skilled Support Engineers who serve as true engineers—capable of resolving complex Tier 1-3 issues for our technical user base of developers, DevOps teams, and engineering leaders
- This role emphasizes leveraging automation, AI assistance, and data-driven approaches to deliver scalable, world-class support
- Growth Customers: Drive efficient, scalable support through automation and self-service capabilities
- High Touch Enterprise: Provide personalized, strategic technical guidance and dedicated support experiences
- Lead and mentor a regional team of 6-8 Support Engineers across multiple time zones
- Coach team members on both technical problem-solving and modern support methodologies
- Develop career paths that emphasize AI-assisted troubleshooting and automation skills
- Foster a culture of continuous learning in emerging support technologies
- Implement and optimize AI-powered ticket routing, response suggestions, and resolution acceleration
- Build automated workflows for common technical issues and customer onboarding
- Leverage machine learning insights to predict and prevent customer issues
- Develop knowledge bases and self-service tools powered by AI content generation
- Design differentiated support experiences for Growth vs. High Touch Enterprise segments
- Establish SLAs, escalation paths, and communication cadences tailored to each segment
- Implement proactive support strategies for Enterprise accounts using predictive analytics
- Balance automation efficiency for Growth customers with white-glove service for Enterprise
- Drive regional process improvements using automation and AI-assisted decision making
- Establish KPIs that measure both efficiency gains and customer satisfaction across segments
- Implement voice-of-customer programs that feed AI training and product development
- Partner with Product and Engineering teams on AI-driven product improvements
- Work with Customer Success to ensure seamless Growth-to-Enterprise customer transitions
- Collaborate with Sales Engineering on Enterprise pre-sales technical validation
- Represent regional customer needs and AI/automation opportunities to global leadership
- Drive adoption of new support technologies across the regional team
Our take
Engineering has seen the rise of agile, containerisation and DevOps over the last few years. As a result, the idea of continuous integration and continuous delivery (CI/CD) has grown to be an important part of the engineering space. CircleCI is one company that taps into this field, offering a lightweight and open service.
There are now a lot more companies that have a culture of continuous delivery. CircleCI specifically helps automate all the steps that occur between the time developers make changes to the code and when the application gets in front of the customer. The company has a strong tailwind from this macro trend and their product is loved by engineers, putting them in a strong place to build a strong business.
Services in the sector have grown constricted and cost-heavy, but in 2022, CircleCI debuted a free tier service for engineering teams in a move away from this. By offering flexibility across an increased number of major platforms, including Docker, Windows, and MacOS, the company works towards its ultimate aim to empower technology-driven organisations.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
May 2021
$100m
SERIES F
Apr 2020
$100m
SERIES E
Total funding: $315m
Company benefits
- Remote-first company
- Home office stipend
- Unlimited PTO
- Generous parental leave
- Health benefits that can cover employees and dependents up to 100%
- Quarterly wellness days, a free Calm subscription, wellness reimbursement, and Cleo for new parents
- Opportunities to learn new skills, including project-based learning and presentations from our colleagues
- Udemy for on-demand learning, and an annual stipend for personal development outside of CircleCI
Company HQ
The East Cut, San Francisco, CA
Leadership
Jim Rose
(CEO)Joined CircleCI as COO. Serial entrepreneur, founding Distiller (acquired by CircleCI) and Copious.
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